Refund policy

We understand that returning an item can sometimes be necessary, and we want to ensure a straightforward and transparent process for you. Please take a moment to review our return policy:

Return Eligibility: 
You have a 14-day window, starting from the day you receive your item, to request a return. To be eligible, the item must be in the same condition as when you received it, with no signs of wear or use. It should also have the original tags and packaging intact. Furthermore, please provide the receipt or proof of purchase.

Initiating a Return: 
To start a return, kindly contact us at mysterieux.official.hk@gmail.com. Once your return is accepted, we will provide you with a return shipping label and instructions on where and how to send the package. Please note that we cannot accept items sent back without prior return request.

Queries and Concerns:
If you have any questions regarding the return process, please don't hesitate to reach out to us at mysterieux.official.hk@gmail.com. We are here to assist you and address any concerns you may have.

Damages and Issues:
Upon receiving your order, we kindly ask you to inspect the items carefully. If you notice any defects, damages, or if you receive the wrong item, please contact us immediately. We will promptly evaluate the issue and take the necessary steps to make it right.

Exceptions to Returns:
Certain items cannot be returned due to their nature. This includes perishable goods (food & beverage), custom-made products special orders or personalized items), and personal care goods (beauty products & fragance). Additionally, we are unable to accept returns for hazardous materials, flammable liquids, or gases. If you have any concerns about a specific item, please get in touch with us to discuss further.

Sale Items and Gift Cards:
Please note that we cannot accept returns for items purchased on sale or gift cards. These items are considered final sale and are non-refundable.

Exchanges:
If you wish to exchange an item, the quickest way is to initiate a return for the item you have and, once the return is approved, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period: 
For orders shipped to the European Union, you have the right to cancel or return your order within 14 days, without providing a specific reason. The same eligibility criteria for returns mentioned earlier apply in this case as well.

Refunds:
Once we receive and inspect your return, we will notify you regarding the approval of your refund. If approved, the refund will be processed automatically to your original payment method within 10 business days. Please keep in mind that it may take additional time for your bank or credit card company to process and reflect the refund in your account. If more than 15 business days have passed since your return was approved and you haven't received the refund, please contact us at mysterieux.official.hk@gmail.com.

We appreciate your cooperation and understanding regarding our return policy. Your satisfaction is our priority, and we are committed to ensuring a smooth and satisfactory experience for all our customers. Should you have any further inquiries or require assistance, please don't hesitate to reach out to us at the provided email address.